AccountId: 011433970860
ContactId: 75b805d7-356d-467b-ba19-5b911ba6167f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53000 ms
Total Talk Time (AGENT): 20250 ms
Total Talk Time (CUSTOMER): 23408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/75b805d7-356d-467b-ba19-5b911ba6167f_20250613T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Palmetto Anesthesia Associates of Greenville, and we have obtained a new billing.
[CUSTOMER][NEUTRAL] Provider address a new lockbox, and I would like to fax over a W-9 form to get that updated.
[AGENT][NEUTRAL] Of course you just need that fax number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty yeah uh let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And is attention a certain department?
[AGENT][NEUTRAL] It would just be the to our claims department.
[CUSTOMER][POSITIVE] All right. Thank you very much for your help, [PII]. You have a great day. Bye bye now.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You too thank you bye bye.